8 days old


Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNEs 100 Best Companies to Work For and Diversity Incs Top 50 Companies for Diversity lists.





As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accentures clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address todays biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources.





The Information Technology Customer Service Analyst provides technical support for resolution of customer IT problems, incidents, issues, requests and queries. Manage team and liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Focus on customer contact, not transaction processing.





As a Content Reviewer, you will be responsible for analysing and reviewing user profiles, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. You will use your problem-solving skills to continuously deliver value to our clients, while making a larger impact on society.


Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.





Location


This is not a virtual/remote role; the work is based at the client premises in the area of Austin, TX depending on team supported. This role requires a distinct level of professionalism. Relocation assistance is not provided.


Training


Individuals are provided paid training, depending on the group supported. During the training and initial ramp-up period, individuals will work their respective schedule.


Duties and Responsibilities


Interface with multiple functional areas to investigate cases and acquire information Interpret evidence from multiple tools and systems to determine legitimacy of customer behavior across multiple products.


Maintain records, prepare filings and prepare reporting information and metrics to be presented to management Work with the team on grey area cases and develop best review practices.


Develop and maintain knowledge of client specific business environment.


Develop and maintain an understanding of customer Service Level Agreements and department s product s key performance requirements.


Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in continuous training.


Shares information required for the team to be successful.


Demonstrate understanding of the client s business needs or market and maintains high satisfaction ratings.


Develop and maintain knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures.


Develop best practices and provide new solutions daily tasks


Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.


Perform incident notification and escalation to ensure problems requests issues are communicated Build up other analysts skills and knowledge


Perform Quality Audits and share the feedback with the team or client as appropriate Assist Team lead or act as backup to Team lead on various tasks when needed
















Basic Qualifications



+ High School diploma


+ Minimum 1 year customer service experience


+ Minimum 1 year experience with Microsoft Office






Preferred Qualifications



+ Ability to multitask in several computer systems


+ 1 or more years of experience as a reviewer or SME






Applicants for employment in
the US must have work authorization that does not now or in the future require
sponsorship of a visa for employment authorization in the United States and
with Accenture.





Equal Employment Opportunity
Statement





Accenture is an Equal
Opportunity Employer. We believe that no one should be discriminated against
because of their differences, such as age, disability, ethnicity, gender,
gender identity and expression, religion or sexual orientation. Our rich
diversity makes us more innovative, more competitive and more creative, which
helps us better serve our clients and our communities.





All employment decisions shall
be made without regard to age, race, creed, color, religion, sex, national
origin, ancestry, disability status, veteran status, sexual orientation, gender
identity or expression, genetic information, marital status, citizenship status
or any other basis as protected by federal, state, or local law.





Accenture is committed to
providing veteran employment opportunities to our service men and women.





For details, view a copy of
the Accenture Equal Opportunity and Affirmative Action Policy Statement





Requesting An Accommodation





Accenture is committed to
providing equal employment opportunities for persons with disabilities or
religious observances, including reasonable accommodation when needed. If you
are hired by Accenture and require accommodation to perform the essential
functions of your role, you will be asked to participate in our reasonable
accommodation process. Accommodations made to facilitate the recruiting process
are not a guarantee of future or continued accommodations once hired.





If you would like to be
considered for employment opportunities with Accenture and have accommodation
needs for a disability or religious observance, please call us toll free at 1
(877) 889-9009, send us an email or speak with your recruiter.





Other Employment Statements





Candidates who are currently
employed by a client of Accenture or an affiliated Accenture business may not
be eligible for consideration.





Job candidates will not be
obligated to disclose sealed or expunged records of conviction or arrest as
part of the hiring process.





The Company will not discharge
or in any other manner discriminate against employees or applicants because
they have inquired about, discussed, or disclosed their own pay or the pay of
another employee or applicant. Additionally, employees who have access to the
compensation information of other employees or applicants as a part of their
essential job functions cannot disclose the pay of other employees or
applicants to individuals who do not otherwise have access to compensation
information, unless the disclosure is (a) in response to a formal complaint or
charge, (b) in furtherance of an investigation, proceeding, hearing, or action,
including an investigation conducted by the employer, or (c) consistent with
the Company's legal duty to furnish information.








Categories

Posted: 2020-09-16 Expires: 2020-10-16

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SME

Accenture
Austin, TX 78703

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